Using video in User Assistance: A Beginner's Guide
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Using Video in User Assistance: A Beginner’s Guide Philip Murray (Sage CRM) @sageCRM_Phil @wwwSageCRMcom
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If you've ever thought about using video to complement your written User Assistance but not known where to start, this presentation might help.The presentation outlines a recent project I undertook to use video screencasts to complement our in-product help and manuals.The project involved replacing Sage CRM's old in-product training videos - some of which were up to 10 minutes long - with short, easy-to-follow, discrete pieces of product training.The project involved introducing two types of video:To introduce new product featuresTo guide users through more complex areas of the applicationThe shorter, faster paced videos that I produced have no captions, fewer recorded mouse clicks, and a single, unified, exciting watchable style.The presentation explains my approach to recording the videos, including a number of important considerations, such as the whether the videos should contain voiceover, the importance of making them easily localizable, and whether they should be outsourced or produced in house.
Transcript of Using video in User Assistance: A Beginner's Guide
Using Video in User Assistance: A Beginner’s GuidePhilip Murray (Sage CRM)
@sageCRM_Phil @wwwSageCRMcom
Sage CRM Overview
• In market since 1999
• Web based full-suite CRM system
• Integrated into many Sage ERP products
• Multi-lingual versions
• Developed in Ireland
• Implemented by local Business Partners of
Sage
Regions
Sage CRM is a globally available
product with
• over 12500 customers
• across all major industry verticals
and
• in market more than 12 years
Sage CRM Documentation Team
Diana LoganDocumentation Manager
Philip MurraySenior Technical Writer
Overview
Using Video in UA: A Beginner’s Guide
What are we here to talk about?
Recent project to replace our old, in-product training videos
• Video Process:
− Production Method
− Delivery Method
− Helpful tips
Using Video in UA: A Beginner’s Guide
What was wrong with the old videos?
Using Video in UA: A Beginner’s Guide
• Ranged from 04m35s to 10m37s
Using Video in UA: A Beginner’s Guide
• Separated into task modules
Using Video in UA: A Beginner’s Guide
• Launched in a separate skin created in Flash
Using Video in UA: A Beginner’s Guide
• Pan and scan
Using Video in UA: A Beginner’s Guide
• Pan and scan
Transition to New Process
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen• Full interface – no pan & scan or zooming
Using Video in UA: A Beginner’s Guide
Two types of video content:
• Presentation of new features
Using Video in UA: A Beginner’s Guide
Two types of video content:
• Presentation of new features
• Top support issues (“pain points”) that required a 3rd Dimension
Production Method
Using Video in UA: A Beginner’s Guide
All the hard work’s done, so where do we start?
Production method?
Using Video in UA: A Beginner’s Guide
All the hard work’s done, so where do we start?
Production method?
• In house
• Outsource
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
• Software
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
• Software
• Hardware
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
• Process management
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
• Process management
• Ownership
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
• Post production
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
• Post production
• Publishing
Delivery Method
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.− Website
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.− Website− “Community”
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
How does Video Supplement UA
Using Video in UA: A Beginner’s Guide
Video complements/supplements UA
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Summary
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
• Delivery method
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
• Delivery method
• Localization
Example
Using Video in UA: A Beginner’s Guide
Example:
Questions
